Things to be aware of with your new connection
Our standard terms and conditions apply however below are service specific conditions or important information. Pricing includes GST unless otherwise stated.

Local internal WiFi, Ethernet LAN & connected devices

• Each connection unless stated is provided with our standard WiFi AP as per the connection type. This standard hardware is the property of Ultimate broadband. Customers can connect there devices to this equipment either with Ethernet or WiFi.
  
• Ultimate broadband will provide a connection  to the customers premises via the chosen service. Speed & service commitments are delivered to the modem / router WAN interface & router LAN interface.
• Local LAN speeds & performance are based on devices & equipment on the local network not the internet connection itself. Ultimate broadband is not responsible for the performance of Local LAN or WLAN WiFi devices, due to the large variety of WiFi & Ethernet devices, quality and performance of their interfaces or adaptors, building cat5e cabling, wireless WiFi environment etc.
• Due to the large use by other electronics including Hi Fi speaker systems, alarms & automation systems as well as neighboring homes and businesses of the 2.4Ghz WiFi frequency we are unable to guarantee full WiFi coverage & identical to LAN Ethernet performance over WiFi. We recommend that key equipment such as PC's, TV's, entertainment systems for streaming & laptops are connected via Ethernet. Ultimate broadband takes no responsibility for poor performance of WiFi in environments it cannot control. Our team will test the connection to the router/radio/modem, if tests to spec additional equipment or a reduction of the use of WiFi is recommended.
• Ultimate broadband cannot guarantee that all devices that a customer may connect are compatible with the AP/Router. If a device is unable to be connected contact the help desk for a password/SSID change (if possible) which may rectify the issue. Additionally you can purchase another router either from Ultimate broadband or a third party to rectify the compatibility issue.
• Our provided standard WiFi AP is designed to provide WiFi to living areas and beyond in a normal 2-3 bedroom home environment. For larger homes or buildings or where construction prevents WiFi signal being available throughout the house / building we recommend that a more powerful WiFi radio device is used. We have High powered routers, WiFi repeaters available for purchase, we can also have a WiFi engineer on team who can come out and assess your situation and suggest a solution for larger homes or to combat WiFi interference. A per hour charge applies for our engineers time on site.
• Our tech team are able to make minor changes to the WiFi settings such as passwords, SSID's & frequency on the AP/routers we provide remotely. However if these measures are unable to mitigate WiFi performance issues upgraded equipment is recommended,.
• In the case of  a fault with the UBB provided WiFi AP/router, we will provide a replacement unit which will be couriered with a return courier bag for the old unit. If the unit is found on return to have been tampered with or has been damaged the replacement cost will be charged to the customer's account.
• Purchased WiFi AP/routers are provided with a 12 month warranty. Inside warranty our team will replace the AP if deemed faulty, we will provide replacement unit which will be couriered with a return courier bag for the old unit. If the unit is found to have been tampered with or has been damaged the replacement cost will be charged to the customer's account. Units outside of warranty will be replaced with the purchase cost applied to the customers account
• If a customer factory resets an AP/router a technician will be required to visit in order to rectify, a service charge applies. 
• We can provide a swap unit which will be couriered with a return courier bag. The swap fee is $30 which covers the courier costs & technicians time configuring a new AP/router.
• The use of 3rd party routers is not supported, the use of such equipment is at customers risk. We are unable to support local network infrastructure on LAN or WLAN that is not utilizing the DHCP IP network of the RBI, Wireless or Fibre router if not deployed by Ultimate broadband. We recommend customers avoid double NAT networks as problems may occur that are due to this type of setup. Technician fees apply if faults are found to be related to 3rd party routers & networks. Please talk to our advanced broadband team if you require a complex multi network solution.
• On-site service charges - Installer/technician on site to test or make changes to WiFi router, install new router or test for WiFi or LAN faults $75 + GST per hour travel over 60Km (return) from base charged at $0.75 per KM
• Please see a great blog on why WiFi is can perform poorly  http://www.geekzone.co.nz/sbiddle/8728

Email services

• Ultimate broadband provides a free basic POP3 email address service on our @ruralnet.co.nz & @ubb.co.nz domains. Customers can have a free email address with web-mail portal with their connection
  
• Whilst we provide email servers for basic email, we cannot guarantee 100% up time & in the case of outages our tech team will work through issues to resolve. As this is a free service, we provide basic support, password changes and confirmation of email service connectivity. We do not offer tech services on site or a remote service for free, charges apply to rectify computer based email issues. 
• Email services are DIY setup only unless a Tech set up service is requested at $99 (this is over and above standard wireless installation charges) Email address setup etc is not included in the connection installation. We provide email setup instructions on this website which if followed using most devices will enable you to connect to our email services
  
• We do not provide mobile device email setup unless during a Tech setup service appointment, our standard email setup instructions apply.
• If an email address is required to be setup by our technicians & a tech set up appointment is not applicable, a remote team viewer session can be arranged. There is a charge of $30 for this session for up to 30 minutes. As every computer system is different we cannot guarantee success when attempting to set up, if we fail to setup there is no charge. We recommend involving an IT company.
• Ultimate broadband does not support 3rd party ISP email services, however in most cases 3rd party email services will work over our networks. In the case of a 3rd party ISP email service failing first contact the provider before contacting our team. 
• In the case of your 3rd party email service failing to send please contact the help desk and request an outgoing email address for authentication purposes. We will provide details allowing you to set up an outgoing email address.
• We recommend for seamless email connectivity that Gmail.com or Hotmail email services are used.

RBI wireless

• Network connection speeds based on distance from base station, network load & radio conditions 
  
• Wireless access point / router and equipment remains property of Ultimate broadband at all times unless stated
• Install is basic installation through external wall. Complex installations will incur additional labour and parts charges. Standard 10m cable and antenna set, for additional cable charges may apply. Info on our installation for RBI is found here
• DIY install available under managed installation guideline
• RBI enhanced strictly available on RBI upgraded sites, limited numbers of Max enhanced connections per RBI site
• Service not available in all areas
  
• Surge protection is required on all RBI broadband routers to protect against power spikes, customers are liable for damage to our radio/router equipment.
• Static IP addresses available upon request at no charge
• Connections available throughout NZ in RBI or 3G coverage zones
• Plan change down to standard plans only available after 6 months connection, contract remains
• Plan changes from standard plans to enhanced available at any time, data and billing adjustments apply
• Equipment removal fee applies for installer removal, optional DIY equipment removal at no charge if returned within 14 days following disconnection. Includes roof mount, antenna & router.
• Service charges are per month, data blocks are charged monthly and multiple blocks can be purchased
• Contracted RBI connection disconnections, a $20 inc GST per month fee for every month remaining in the contract applies. 

VoIP phone

• VoIP service includes unlimited local area calling (fair usage policy applies) and caller display. Upgrade to a VoIP+ calling plan for national included minutes.
• VoIP service requires ATA or IP phone to operate. Porting fee is standard $28.50 
• VoIP or calling over the internet uses broadband data, always check your usage to ensure that your calling and internet usage is not pushing over your allowance. 
• VoIP is a best effort service, we can offer no guarantees for quality of calls or connection available on any broadband service.  Power is required at all times to your broadband router/network and voice ATA or IP phone. 
  
• You can experience clipping and echo particularly on ATA units, we always recommend that VoIP is used on an above average connection, with no streaming or heavy downloading occurring during calls and a VoIP phone is used;.
  
• All calls are charged on a per minute basis, first minute charged
• Local calls are determined by the local calling area
• Phone support for non connection faults as per our VoIP and complex support service charges

Ruralnet wireless

• Network connection speeds based on distance from base station, network load & radio conditions 
• Peak speeds of up to 20Mbps are available on selected sites across the network, peak speeds are the connections maximum speed capability, peak speeds are not guaranteed.
• Install is basic installation through external wall. Complex installations will incur additional labour and parts charges. More info on our installations is found here
• WiFi router with LAN is required for VoIP connections
• All radio equipment remains property of Ultimate broadband
• Service not available in all areas
• Surge protection is required on all Ruralnet wireless broadband routers to protect against power spikes, customers are liable for damage to our radio/router equipment.
• Static IP addresses available upon request (free of charge)
• Secondary coverage or enhanced equipment may be required for long distance connections or for higher performance requirements. Your installer will discuss this with you before completing the installation
• Equipment removal fee applies for installer removal
• Customers must remain on a existing plan for 3 months following changes to our current plans where a Welcome Credit has been applied.
• Contracted Ruralnet connection disconnections, a $20 inc GST per month fee for every month remaining in the contract applies. 
• 1GB is counted as 1024Mb

Home fibre

• Residential Plans have a 16 mac address limit per connection (EA network only)
• Minimum 12 months term
• *Maximum speeds are the theoretical maximum connection speed on the fibre connection based on the IMG/ONT maximum speed installed in the home and the connection speed of the plan you have purchased. Actual speeds achieved will be lower than the maximum speed possible. 
• Tech set up includes WiFi connection and setup of devices, checking email address connectivity and setting up new addresses. Includes up to 1 hour tech labour, standard tech rates apply thereafter. A minimum fee of $79 applies for a tech setup visit.
• Static IP addresses available upon request
• EA networks installation pricing and policy applies POA - EA networks free installation subject to address approval. Enable UFB network free installation as per UFB guidelines.

• Actual to internet speeds based on network load, traffic shaping and management may be used to maintain customer experience
• Service not available in all areas
• Surge protection is required on all fibre broadband routers to protect against power spikes, customers are liable for damage to our radio/router equipment.
• Disconnection fees apply - In any contract you will be charged the monthly standard rental for the total remaining months in your contract with a discount of 10% applied to the retail value of the connection 
• Hardware remains the property of Ultimate broadband
• 1GB is counted as 1024Mb

Business fibre

• Business Plans have a 64 mac address limit per connection (EA network only)
• Minimum 24 months term
• *Maximum speeds are the theoretical maximum connection speed on the fibre connection based on the IMG maximum speed installed in the home and the connection speed of the plan you have purchased. Actual speeds achieved will be lower than the maximum speed possible. 
• CIR speeds are fibre prioritized speeds on the EA networks fibre network.
• Tech set up includes WiFi connection and setup of devices, checking email address connectivity and setting up new addresses. Includes up to 1 hour tech labour, standard tech rates apply thereafter. A minimum fee of $79 applies for a tech setup visit.
• Static IP addresses available upon request
• EA networks installation pricing and policy applies POA, Enable standard pricing applies, PTP pricing POA

• Actual to internet speeds based on network load, traffic shaping and management may be used to maintain customer experience
• Service not available in all areas
• Surge protection is required on all fibre broadband routers to protect against power spikes, customers are liable for damage to our radio/router equipment.
• Disconnection fees apply - In any contract you will be charged the monthly standard rental for the total remaining months in your contract with a discount of 10% applied to the retail value of the connection 
• Hardware remains the property of Ultimate broadband
• 1GB is counted as 1024Mb